Forum Discussion

kantara's avatar
kantara
Tuning in
2 months ago

Intermittent Fault.

For a long time I have been suffering with an intermittent fault with my broadband signal. Coming into the house the signal is good. Using my WiFi the signal is transferred from upstairs where it comes into the house to my 360 box downstairs. For 90% of the time this works very well with a high signal strength without any problems. However every few days I lose the signal strength for a couple of hours at a time. Having previously tried switching things off and on without making any difference and have discovered that if I do nothing after a couple of hours the system comes back up and everything is running normally. 
I suspect that something is interfering with the signal from upstairs reaching downstairs and yesterday I contacted Virgin and asked if they could tell me what devices were now using the WiFi. They claimed that they were unable to do this despite that a week earlier when trying to resolve the problem the agent was able to tell me what devices were on the system. I have tried in vain to speak to a qualified technician who might be able to explain a likely cause of the problem. Instead they have sent a new router for me to install but I am somewhat reluctant to do this without first understanding the problem.

At the moment everything is working perfectly and I wondered if anyone has had a similar problem and if so how it was resolved.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    Have you tried the Connect app and scan to see if you need a Pod?  Or alternatively just get something like the TP-Link AC 1750 WiFi extender? 

  • kantara's avatar
    kantara
    Tuning in
    2 months ago

    Thanks, have a WiFi booster downstairs and a strong signal most of the time.

    They lied when they told me I wouldn’t have to change any settings if I installed a new router.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 months ago

      Hi kantara

      You should be able to change the SSID (WiFi name) and login password of the new hub so it matches those on your previous hub. That would avoid having to make those changes to your other devices.

      Do you have a wifi booster or wifi pod?   If it's a pod then you might need to phone the equipment activation line (0800 953 9500) so they can pair the pod with your new hub.  You will need the model numbers, serial numbers/MAC addresses off the barcode stickers of the new hub and the pod(s) and also your account number

      • kantara's avatar
        kantara
        Tuning in
        30 days ago

        Hi, apologies have just found your response. Looks like the answer to my prayers allowing me to avoid having to change all the settings.

        Very grateful for your help.

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 months ago

      Hi kantara 

      Welcome back to the Community Forums. 

      Sorry to hear of your intermittent signal concerns. Checking the systems on our side I cannot see any issues with the power levels and your WiFi shows a strong service score at this time. 

      Is the WiFi booster you have one of our boosters or a third-party booster? 

      You can check a few helpful tips on how to get the most out of your WiFi here. 

      Ensure there is nothing around the router that might interfere with the signal, such as other devices that broadcast a signal, like baby monitors and cordless phones. If it's near the TV, then ensure it's next to it, and not behind it.

      Keep us posted with how you get on and we can investigate further should you need. 
       

      • kantara's avatar
        kantara
        Tuning in
        2 months ago

        Thank you for your response, the booster I was using is a third party one. I have now purchased another one which is a different make. So far today things have been working well but it is early days.

        I am grateful for your assistance.

        Regards, [REMOVED]

        Mod Edit : Personal information has been removed from this post